ComplaintsforTalkspace

• Initial Complaint

  05/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the services provided by Talkspace. My experience has been marred by recurring issues that have significantly impacted my overall impression and left me feeling unsupported and frustrated.The primary concern I have encountered is therapists consistently failing to show up for scheduled appointments. This lack of reliability undermines the very essence of seeking therapy through a platform like Talkspace. The repeated instances of therapists not appearing without explanation or attempts at rescheduling have left me feeling abandoned and invalidated. Reliability and consistency are vital aspects of any therapeutic relationship, and the consistent no-shows have severely eroded my trust in the Talkspace platform.Additionally, my attempts to seek assistance and resolution through customer support have been met with unresponsiveness and a lack of willingness to help. The delayed and generic responses received have failed to address my concerns or provide adequate solutions. In a field as sensitive as mental health, effective and empathetic customer support is essential. Unfortunately, Talkspace's customer support has left me feeling ignored and invalidated, adding to my frustration and dissatisfaction.I am reaching out to the BBB in the hope of finding a prompt intervention and a fair resolution. It is crucial for Talkspace to address these concerns effectively and take appropriate action to rectify the situation. I seek accountability, improved services, and the restoration of trust in the Talkspace platform.I kindly request the BBB's assistance in facilitating a timely and satisfactory resolution to these issues. I believe that by addressing these challenges, Talkspace can improve its services and ensure a better experience for its users. Thank you for your attention and support in this matter.

  Business response

  05/24/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account and have refunded the $220 charges back onto the account. Please allow 3-5 business days for processing.

  Please let ** know if we can assist in any other way.

  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/24/2023 I received services using the Talkspace platform. They told me that the services were in network with my provider. When the claim was filed it went through as out-of network and I was charged $125 instead of my $25 copay. Both my insurance company (UMR) and Talkspace are confident that the issue is not on their end. Talkspace only has a messaging platform and will not call my insurance company to resolve the issue of the provider being out-of-network. They keep telling me is to call my insurance company (who cant do anything about their mistake).

  Business response

  05/24/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I downloaded the Talkspace app back in February of 2023 while looking for a therapist. I went through a list of insurance approved providers and Talkspace was top of the list. I finally had one appointment on 2/28/23 with a therapist. After the appointment, my HRA was charged $220 on 3/2/23. A few days later, I noticed that personal credit card was charged another $220 by Talkspace on 3/7/23. I reached out to my insurance provider (Cigna) and they assured me that the double charge was not on their end. I reached out to Talkspace via the support section in their app on 5/9 about the double charge. They responded on 5/10/23 telling me that to prove I was double charged, I needed to provide screenshots from my insurance and personal bank account, which I quickly obliged. After sending the proof of their error on 5/10, I have not heard back from Talkspace at all. I have sent six different messages, all of which have been ignored. I tried opening up another help ticket about how I was ignored in the first ticket but it was closed instantly.

  Business response

  05/24/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a week long texting session. After doing so the provider I was matched with asked me to schedule an appointment. This was confusing because I already signed up for a week and was charged. I responded to the provider with a date and time and I did not get a response. I reached out to support and the only response I got was an offer to change providers. They didnt address the issue of me paying for a session I didnt receive. I then changed providers and was charged again and didnt receive a response yet again. I reached out to support and agreed to a room check. They responded that the service I received is not the expectation for talkspace and again offered to change providers. Only after I asked did they offer to send my info to billing for a potential refund. This was the last I heard from them. I responded to this stating I would try again and asked what I should do to ensure I receive a response from a different provider. It has now been 4 business days and no response. Prior to this I would receive a response within a day or two. After reading other reviews it seems this may be a common issue for talkspace. I paid for services I did not receive and they acknowledged this then stopped responding to me. I wouldve liked to call support and handle this in real time instead of waiting for a chat response that I dont know will come but this is not an option. I can provide screenshots of the chat message if needed.

  Business response

  05/24/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Talkspace hasnt answered my emails about me requesting them to delete my account and associated private information. They have ignored me and made this simple request to delete my account into a stressful nightmare. I regret ever trying to use their services. I want them to delete my account or at least communicate with me on when it will happen. Perhaps their policy or the law will give them the go ahead to ***** me over or ignore me further and no ***** my request. I find them having my personal medical information and not deleting my account to be a huge violation. Im being ignored by a company that offers mental health services. I want my account deleted so that I no longer have anything to do with TalkSpace.

  Business response

  05/23/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account found that the issue has been addressed directly by the Talkspace Customer Support team and the client.

  We apologize for the inconvenience. Please let ** know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************
  
  
  
   
  
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Talkspace charged me 25 dollars and did not respond to my two complaints about this charge. Now they have charged me for another 125 dollars. They have no customer service phone number and have not followed up when I put these complaints in. They did not provide me with any care.

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  TalkSpace has charged my card on file three times AND received payment through my HRA account. I have reached out to the company through email four times and only received a response once saying unfortunately, I cant help you. Let me get you to the right department and then not heard from anyone again.

  Business response

  05/23/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

  We apologize for the inconvenience. Please let ** know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Talk space said that my copay would be 0 dollars when I signed up initially. My insurance providers also confirmed that I should expect to pay 0 dollars when I sign up with talk space based on my coverage. After filling out my insurance information talk space said my balance was $0 and I had two sessions. Two weeks after I had been told my balance would be $0 talk space then charged me for the full price of both sessions. I talked to my insurance and they provided me with a code to ensure that my coverage is applied properly with talk space. I used the code and was granted the free sessions I should have had in the first place. I asked talkspace to use the free sessions covered by my insurance to cover the first two sessions I had already had after they assured me my balance would be $0 and they refused. They pushed the charge through onto my card despite the website misleading me, and despite the website failing to collect my insurance information properly the first time. So even through my insurance fully covers sessions for me, I was still charged additionally and talkspace has admitted that they don't have a system to correct their errors. They need to have a system in place that correctly informs an individual of their copay and is able to apply insurance benefits to previous sessions when the website fails to process the insurance information properly. Dealing with the undue charges made my mental health worse when joining them was supposed to make it better. Do not work with talkspace, very unprofessional, they dont have a phone line, only emails and they take days to respond. Trust me when I say you're all better off going to Betterhelp!

  Business response

  05/23/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  04/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Working through Talkspace has been a nightmare. Let me say first that the therapist I have is wonderful and helpful.My issue is with Talkspace Customer Support and the subscription/billing platform.I feel absolutely bullied by the talkspace customer support staff.I have repeatedly tried to contact customer support with questions. The only responses I ever get back are copy and paste answers and misinformation. Legit misinformation/falsities that contradict other customer support and my own experience.What I'm trying to achieve/ask is not a hard task.This has led me to request a refund. It has now been a week and I have yet to receive a reply or refund.This situation has caused a delay in my care and health.I have many conversations saved and am willing to forward them.

  Business response

  05/02/2023

  Hi there,
  
  Thank you for your inquiry. I apologize for the delay in our response. All feedback provided to us is valued and appreciated from our Talkspace Clients.
  
  We will have a member of our support team reach out to you shortly. Please be on the look out for an email from **********************************.
  
  Best,
  Talkspace Escalations Support

  Customer response

  05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I received an email from Talkspace on May 4th acknowledgling my complaint. An email I received from BBB stated I had 6 days to respond to the email from Talkspace (May 10th). I received another email from Talkspace stating "Were following up to let you know well be closing out Request # (#*******) since we have not heard back from you." This was sent May 7th.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  05/23/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Due to an administrative error, Talkspace incorrectly billed my credit card for 2 therapy sessions that should have been 100% covered (as confirmed by my employer) by my insurance (the *********** $207). They have refused to make the needed correction, which is simply to provide my insurance company with the required authorization number (and refund the money that has been charged to my credit card). While initially they communicated with me via email, they now simply ignore my emails. It has been impossible to speak live with anyone at the company.

  Business response

  05/23/2023

  Hi,

  Thanks for reaching out to Talkspace Escalation Support.

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.

  We apologize for the inconvenience. Please let ** know if there is anything else that we can help you with.

  Sincerely,
  Talkspace Escalation Support

  Customer response

  05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩